Kirti Singh
@kirtisingh10
I lead scalable customer operations, CRM transformation, and AI-driven service improvement.
IndiaWhat I'm looking for
At Wiom.in, I led pan-India service operations, coordinating call centres, service partners, technology, finance, and customer-experience teams to deliver scalable, customer-centric outcomes.
I owned CRM implementations across Ameyo, LeadSquared, Kapture, and TATA Smartflo, reaching 80% user adoption within 30 days. I also integrated WhatsApp, telephony, chat, internal systems, and AI tools to reduce average handling time by 20%.
I designed AI-led IVR automation that reduced call volumes by 34% and cost per call by 17%, while retention and recovery programs generated ₹11 lakhs in monthly cost savings. Earlier at Wiom, I scaled an initial six-agent pilot into a 70+ agent call-centre team through training, quality systems, and vendor operations.
Before Wiom, I worked with iEnergizer for BYJU'S, where I improved fraud detection and background-verification efficiency through SOPs and trained 40+ associates. I bring hands-on operations leadership, customer insight, process design, and data-backed execution.
Experience
Work history, roles, and key accomplishments
Operations Manager
Wiom.in
Feb 2025 - May 2026 (1 year 3 months)
Led pan-India service operations, managed call centre teams, drove CRM implementations and AI-driven automation, and improved customer experience and retention.
Quality And Trainer
Wiom.in
Aug 2023 - Feb 2025 (1 year 6 months)
Created quality frameworks and training modules, managed call audits and RCA, and scaled a pilot team from 6 to 70+ agents.
User Research
Wiom.in
May 2023 - Aug 2023 (3 months)
Conducted UAT for app features and internal systems, led NPS surveys and sentiment analysis, and created detailed reports to improve product readiness.
Sr. Associate
Ienergizer
Aug 2022 - May 2023 (9 months)
Monitored pre-sales, led creation of SOPs improving fraud detection efficiency by 20%, and mentored a team of 40+ associates.
Education
Degrees, certifications, and relevant coursework
University of Delhi
Bachelor of Commerce (Honours), Commerce
Pursued Bachelor of Commerce (Honours) through the School of Open Learning.
SSC
Diploma in Computer Application, Computer Application
Completed a Diploma in Computer Application.
Gargi College - IGNOU
Diploma in Creative Writing in English, Creative Writing
Completed a Diploma in Creative Writing in English.
Udemy
Practical Project Management for Managers and First Time PMs, Project Management
Completed a course on Practical Project Management for Managers and First Time PMs.
Udemy
Certified Lean Six Sigma White Belt / Yellow Belt, Lean Six Sigma
Earned certifications as a Certified Lean Six Sigma White Belt and Lean Six Sigma Yellow Belt.
Udemy
Communication Skills Machine: Master Persuasion & Influence, Communication Skills
Completed a course on Communication Skills Machine: Master Persuasion & Influence.
Udemy
Be a Great Mentor: A Practical Guide to Mentorship, Mentorship
Completed a course on being a Great Mentor: A Practical Guide to Mentorship.
Udemy
Anti-Money Laundering Concepts: AML, KYC and Compliance, Anti-Money Laundering
Completed a course on Anti-Money Laundering Concepts: AML, KYC and Compliance.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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